Reverb G2 briefly worked and now gives Error code 4-1 in Mixed Reality Portal

[Dingo_Man]

Glad you got the cable and it fixed your issue. I am still waiting for my backordered cable. The part still shows out of stock on HP's website. I called last week and was told the in stock day was today so I am hopeful my cable will arrive next week. Fingers crossed!

[LJ41]

So, just as I was reading the new posts in this thread, the doorbell rang and it was the new HP cable.  With hesitation, I unboxed and replaced the present headset cable........

I disconnected my HTC Vive Cosmos; and plugged in the G2.......**bleep**....Error 4-1; I changed ports, still Error 4-1; I re-booted the computer - No Error 4-1.  Did some setting changes, restarted and Error 4-1.  Then I Found a port on the front of my computer that seemed to work - and no Error 4-1 so far.  At this stage, it is working although I have to admit I'm nervous every time I boot my machine.

The clarity is better than my  Cosmos - not a huge leap but definitely noticeable (screendoor effect is almost non-existent now).  The F18 MFD's are fully readable without any leaning forward whatsoever.  2 downsides though:

First, the field of view "sweetspot" is smaller than the Cosmos with the lens mod; secondly, the FPS while in DCS has dropped from 80-90 FPS with 190% super-sampling, to about 65 FPS or so - however, I am not reading too much into this issue since I haven't done any tweaking whatsoever and probably don't even have the basic settings correct.

Overall, I think it was worth the wait - I do give credit to HP for stepping up and replacing the cable with just a single phone-call and a couple of questions.  I'm still of the opinion that there is a design or construction issue with the original cable but at least HP looks to have fixed it (fingers crossed).

I'll keep you folks advised on how the headset holds up.  Those of you still waiting for the cable - it is worth it IMO.

Stay safe (and keep warm my southern friends)...

LJ41

[LJ41]

So I spoke too soon - now I get the Error 4-1 constantly, regardless of which port I plug the headset or which order I plug it with the other peripherals.  I just spent 2 hours going through everything that I did 2 months ago with the original cable.  I think I will admit defeat and resign myself to the fact that HP provided a product that simply does not work any of my 2 higher-end systems.

I will think about next steps over the week-end and decide what course of action to take.

LJ41

[Lucid_life]

Hi ppl,

So just like the most of us, my headset worked flawlessly for a while and then I suddenly got error 4-4 (with mobo's usb-c port) and 4-1 on any other usb 3.0 port. I was getting sound though. I'm just using it for Msfs 2020 so I don't move much to say the least.

I've spent at least 20 hours trying to update or try other drivers, restoring Windows, browsing the forums, adding an external powered usb hub, uninstalling/reinstalling WMR and so on. I didn't buy a Pcie-card because it has to end somewhere, how much am I gonna spend before it works. So I called HP, it was quite unpleasant to be transfered to many departments but when I got to the right place, their phone number is the first thing I asked for. Anyway, I told the rep I suspected the cable to be the culprit after everything I tried and not a second of troubleshooting, I was sent a replacement cable. Luckily, I received it the next day ! Besides the 4-5 phone hang ups while holding the line, the rep was helpful and willing to solve my problem.

Plugged it in and voilà, it's working again. Part number is M09576-001 like stated previously (dated jan 11, 2021). Now I'm almost scared at even touching the cable and end up with a $1K brick again but I'll keep following all HP's recommendations in regards to plugging/unplugging and whatnot. 

Finally, I hope I'm not breaking any guideline by posting this review link but I found it excellent. It is what we're going through.

https://www.provideocoalition.com/hp-reverb-g2-a-great-virtual-reality-headset-when-it-works/

I hope you get your HMD's up and running again soon because when it works, it's really that great.

Cheers !

LL

[Dingo_Man]

As promised, I am back after receiving my replacement cable. Was shipped a used unit (loose cable in a box, scuff marks where it was previously used.) I expected a NEW cable.

The replacement cable did not work. Not recognized. Since the PC is new and everything worked fine initially, I know the problem is not in my equipment. It is the cable.

Still waiting for backordered part.

[Carlos7reverb2]

Exactly the same issue here. They told me today that the part would come ned of April... so Im returning it for a refund

[Diamond482]

I have the identical computer as your #2 system  except a 3080. I got my second unit to work via the USB C port. If yours is not working,  something is wrong with the HMD or the cable.

[PM62]

Hi all,

I have encountered the same problem as a lot of you; after a few weeks of use of the headset (no problems at all)  just gave up during use, actually while watching the Superbowl. Tried all the suggestions I found in forums like these, even added an extra USB-C card to my system. All to no avail. The headset is no longer detected, 4-1 error. 😐

Contacted HP, shared video's, screenshots, DxDiag information of my system. Diagnosis by HP: broken cable. Unfortunately the cable was not in supply, could only be delivered in three weeks time. Dissappointing but ok, I'll wait. After three weeks no sign of a replacement cable nor message from HP. Contacted HP again to hear that another three weeks had been added to the delivery time of the cable; Covid was presumably hampering the production and delivery of replacement parts. I told them that this was not acceptable to me, reminding them that delivery of headset packages (including cables) was no longer hampered and insisting to start a RMA proces so that the whole headset can be replaced. After providing them with my purchase receipt I received (waiting another three days) a DOA Authorisation Form with the 'indepth' diagnosis 'Headset not working anymore'. Really. 🙄

Now in the process of having the headset replaced by my dealer. When I do, I wil surely have the same anxiety in handling the cables as you do, Lucid_life.

Best of luck to all of you out there with the same issues. 'We grow and save the best for the last'. 😉

PM

[Dingo_Man]

I'm back with another update. To recap my issue, the headset worked perfectly for a few days and then was suddenly no longer recognized by Windows.

My cable appeared to be the culprit, since the white light on it was not acting normally. I had a used cable sent, and the white light was normal but the headset was still not working, so again I assumed it was another faulty cable.

Now, HP has sent the new cable. It's a different part number and a replacement for the original. I think it must be a new and improved version. Let's hope so. However, when using the headset with the new cable I was disappointed to see it is still not recognized.

So, now the headset has been returned for replacement. HP overnighted a box, I sent the headset back, and it was delivered per FedEx on Thursday. It's now Saturday and HP's case status still shows it not yet received, so they must have a big backlog at the repair center. Just a waiting game now for the new headset - I expect it will arrive next week sometime.

My theory is that the original cable was bad, and it caused an electrical surge which fried the headset. So, it was not a matter of which one needed to be replaced, but that both components needed to be replaced.

It took a long time for the new cable to arrive but that's probably not HP's fault. There is a huge backup of containers at the ports right now, and it's affecting all imports. Just the times we live in.

For many people the bad cable probably did not fry the headset, and simply replacing it will fix the issue, but I was not so lucky.

[PM62]

Interesting theory, Dingo-Man, about the frying of the headset by the bad cable. If that is the cause of reports then HP should consider recalling ALL first-gen cables as it could potentially ruin a lot of devices. 

So far I have not noticed any kind of pro-active respons on these issues (HP only responds when the cusomer reaches out to them) and would frankly be surprised to see it happen now.

I agree with you on the difficult times we live in (production and delivery is held up) but that does not excuse HP for not being transparent about the problems surrounding this headset and not giving customers a clear view on how and when they will resolve them. I work in the IT-department of a fairly large organisation; if I would handle customer complaints the way HP is handling them, I would (rightfully so) be fired.

Hope you get your headset soon and that it will bring enjoyment in your life for many years to come. 🙂

PM